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The service-quality puzzle

Citations

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Cited by:

  1. Tanjim Istiaque Chowdhury & Md Rakibul Hoque & Peter Wanke & Mohammad Zahir Raihan & Md Abul Kalam Azad, 2022. "Antecedents of Perceived Service Quality of Online Education During a Pandemic: Configuration Analysis Based on Fuzzy-Set Qualitative Comparative Analysis," Evaluation Review, , vol. 46(3), pages 235-265, June.
  2. Mushtaq A Bhat, 2005. "Service Quality Perceptions in Banks: A Comparative Analysis," Vision, , vol. 9(1), pages 11-20, January.
  3. Rishi Kant & Deepak Jaiswal & Suyash Mishra, 2017. "The Investigation of Service Quality Dimensions, Customer Satisfaction and Corporate Image in Indian Public Sector Banks: An Application of Structural Equation Model(SEM)," Vision, , vol. 21(1), pages 76-85, March.
  4. Law, Kris M.Y. & Breznik, Kristijan, 2018. "What do airline mission statements reveal about value and strategy?," Journal of Air Transport Management, Elsevier, vol. 70(C), pages 36-44.
  5. Oludele Akinloye Akinboade & Emilie Chanceline Kinfack & Mandisa Putuma Mokwena, 2012. "An analysis of citizen satisfaction with public service delivery in the Sedibeng district municipality of South Africa," International Journal of Social Economics, Emerald Group Publishing Limited, vol. 39(3), pages 182-199, February.
  6. Dwi Novirani & Hari Adianto, 2020. "Relation of Service Quality, Load Factors and Tariff on Bus City of Bandung," International Review of Management and Marketing, Econjournals, vol. 10(4), pages 152-160.
  7. Young, Gary J. & Meterko, Mark M. & Mohr, David & Shwartz, Michael & Lin, Hai, 2009. "Congruence in the assessment of service quality between employees and customers: A study of a public health care delivery system," Journal of Business Research, Elsevier, vol. 62(11), pages 1127-1135, November.
  8. Ovidiu I. Moisescu & Oana A. Gica, 2014. "The Impact of Service Quality on Customer Behavioral Loyalty in the Case of Travel Agencies from Romania," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 16(Special 8), pages 1191-1191, August.
  9. Morriss, Stuart & Massey, Claire & Flett, Ross & Alpass, Fiona & Sligo, Frank, 2006. "Mediating technological learning in agricultural innovation systems," Agricultural Systems, Elsevier, vol. 89(1), pages 26-46, July.
  10. Mohammad Toufiqur Rahman & Mohammad Shyfur Rahman Chowdhury & Mohammad Rokibul Kabir, 2013. "Customer Perceptions and Expectations Regarding Service Qualities in Govt. Owned Commercial Banks of Chittagong City- A Study on Janata Bank Limited, Bangladesh," International Journal of Business Research and Management (IJBRM), Computer Science Journals (CSC Journals), vol. 4(1), pages 23-31, April.
  11. Tarannum Islam Shimin, 2018. "Measuring Service Gap of Higher Education in Bangladesh – A Comparative Study between Public University & Private University," International Journal of Science and Business, IJSAB International, vol. 2(3), pages 491-502.
  12. Kojo Kakra Twum & Andrews Agya Yalley & Gloria Kakrabah-Quarshie Agyapong & Daniel Ofori, 2021. "The influence of Public University library service quality and library Brand image on user loyalty," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 18(2), pages 207-227, June.
  13. Cao, XinYu & Mokhtarian, Patricia L, 2005. "The Intended and Actual Adoption of Online Purchasing: A Brief Review of Recent Literature," Institute of Transportation Studies, Working Paper Series qt45q5p1vb, Institute of Transportation Studies, UC Davis.
  14. Farah Khattab, 2018. "Developing a Service Quality Model for Private Higher Education Institutions in Lebanon," GATR Journals jmmr177, Global Academy of Training and Research (GATR) Enterprise.
  15. Liu, Weijun & Florkowski, Wojciech J., 2021. "Online Meal Ordering Service Quality And Delivery Speed: Opportunities For Restaurant Operators?," Roczniki (Annals), Polish Association of Agricultural Economists and Agribusiness - Stowarzyszenie Ekonomistow Rolnictwa e Agrobiznesu (SERiA), vol. 2021(4).
  16. Vani Haridasan & Shanthi Venkatesh, 2011. "CRM Implementation in Indian Telecom Industry – Evaluating the Effectiveness of Mobile Service Providers Using Data Envelopment Analysis," International Journal of Business Research and Management (IJBRM), Computer Science Journals (CSC Journals), vol. 2(3), pages 110-127, October.
  17. Qaisar Ali, 2018. "Service Quality from Customer Perception: Evidence from Carter Model on Bank Islam Brunei Darussalam (BIBD)," International Journal of Business and Management, Canadian Center of Science and Education, vol. 13(2), pages 138-138, January.
  18. Daniel Martínez-Cevallos & Alejandra Proaño-Grijalva & Mario Alguacil & Daniel Duclos-Bastías & David Parra-Camacho, 2020. "Segmentation of Participants in a Sports Event Using Cluster Analysis," Sustainability, MDPI, vol. 12(14), pages 1-15, July.
  19. Zaid Yaseen Saud AL-DULAIMI, 2017. "Factors Influencing The Service Quality In Higher Education In Romania And Iraq From Professors’ Perspective," Proceedings of the INTERNATIONAL MANAGEMENT CONFERENCE, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 11(1), pages 231-240, November.
  20. Anita Ciunova-Shuleska & Nikolina Palamidovska & Marija Grishin, 2013. "An empirical assessment of service quality in the context of travel agencies in the Republic of Macedonia," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 25(1), pages 21-36.
  21. Yu-Ping Wei, 2021. "The Effect of Food Safety-Related Attributes on Customer Satisfaction of Ready-to-Eat Foods at Hypermarkets," Sustainability, MDPI, vol. 13(19), pages 1-11, September.
  22. Jui-Kuei Chen & I-Shuo Chen, 2010. "Disparities Between Services Demanded And Services Received In Taiwanese Restaurants," Global Journal of Business Research, The Institute for Business and Finance Research, vol. 4(1), pages 59-69.
  23. Ologunebi, John, 2023. "An analysis of customer retention strategies in e-commerce fashion business in the UK: A case study of Primark," MPRA Paper 119040, University Library of Munich, Germany.
  24. Mushtaq Ahmad Bhat, 2012. "Tourism Service Quality: A Dimension-specific Assessment of SERVQUAL," Global Business Review, International Management Institute, vol. 13(2), pages 327-337, June.
  25. Lee, Wan-I & Chang, Chih-Yuan & Liu, Yu-Lun, 2010. "Exploring customers’ store loyalty using the means-end chain approach," Journal of Retailing and Consumer Services, Elsevier, vol. 17(5), pages 395-405.
  26. Ardvin Kester S. Ong & Yogi Tri Prasetyo & Kate Nicole M. Tayao & Klint Allen Mariñas & Irene Dyah Ayuwati & Reny Nadlifatin & Satria Fadil Persada, 2022. "Socio-Economic Factors Affecting Member’s Satisfaction towards National Health Insurance: An Evidence from the Philippines," IJERPH, MDPI, vol. 19(22), pages 1-24, November.
  27. Dunja Meštrović & Nina J. Zugic, 2018. "Students’ Perceptions of Service Quality, Satisfaction, and Word-Of-Mouth: Scale Adaptation and Validation on a Sample of ICT and STEM Students," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 30(2), pages 195-211.
  28. Rishi Kant & Deepak Jaiswal & Suyash Mishra, 2019. "A Model of Customer Loyalty: An Empirical Study of Indian Retail Banking Customer," Global Business Review, International Management Institute, vol. 20(5), pages 1248-1266, October.
  29. Lea Kocjancic & Sergej Gricar, 2023. "Usage of AI in Sustainable Knowledge Management and Innovation Processes; Data Analytics in the Electricity Sector," FinTech, MDPI, vol. 2(4), pages 1-19, November.
  30. Meštrović, Dunja, 2016. "The Impact of Service Quality on Students' Satisfaction and the Word-of-Mouth: The Case of the University of Rijeka Departments," Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference (2016), Rovinj, Croatia, in: Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference, Rovinj, Croatia, 8-9 September 2016, pages 440-445, IRENET - Society for Advancing Innovation and Research in Economy, Zagreb.
  31. repec:hal:journl:dumas-00933878 is not listed on IDEAS
  32. Ekta Duggal & Harsh V. Verma, 2016. "Deconstructing Retail Service Quality in India," Paradigm, , vol. 20(2), pages 143-158, December.
  33. Yung-Tsan Jou & Charmine Sheena Saflor & Klint Allen Mariñas & Hannah Maureen Manzano & John Mark Uminga & Nicole Angela Verde & Ginber Dela Fuente, 2024. "An Integrated Multi-Criteria Decision Analysis and Structural Equation Modeling Application for the Attributes Influencing the Customer’s Satisfaction and Trust in E-Commerce Applications," Sustainability, MDPI, vol. 16(5), pages 1-21, February.
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